Payment - returned or not received: TC241 declaration received

Checklist

Before you follow this guidance, make sure you have

the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu

Guidance

Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.

Step 1

If you have received a TC241 pseudo referral from the Contact Centre, go to .

If you have received a TC241 that has been returned to us by the customer because we have asked them to fully complete it, go to .

If you have received a TC241 from the customer or an email from the Contact Centre stating that, even though PARS shows that the cashcheque was cashed, they were not the person who cashed it, go to .

Step 2

If the TC241 has not been fully completed, go to .

If the TC241 has been fully completed, go to .

Step 3

Check Household Notes to determine if the missing details are displayed and check for any messages relating to manual cashcheques issued by R92TC or User Requested Payment. For how to do this, use TCM1000067.

If the missing details are displayed, go to .

If the missing details are not displayed, go to .

Step 4

Check Household Notes to determine if any hardship payments have been made. For how to do this, use TCM1000067.

If hardship payments have been made

note the amount of hardship payment made to the customer

then

go to .

Note: If you replace the payment for the customer, you must remember to reduce the replacement amount by the hardship amount already given to the customer.

If hardship payments have not been made, go to .

Step 5

Send the TC241 back to the customer

ask them to fully complete the TC241 and return it to us

take no further action.

Step 6

Check the TC241 has been signed by the payee. For how to do this, use TCM1000433.